Customerland

Unlock the future of customer experience with AI as we sit down with Dave Singer, Global Vice President of Go-To-Market Strategy at Verint. Learn how AI is evolving from theoretical concepts to producing tangible business outcomes, without the need for overhauling existing systems. Dave offers a unique perspective on deploying AI to generate immediate value and shares remarkable success stories, i...

In this episode, we sit down with Brett Townsend, SVP of Strategy at Quester , to talk about brand storytelling and how empathy and conflict can shape consumer engagement. Brett shares his perspective from his book "Insights on the Brink," discussing the changing landscape of the insights industry.  We explore Quester's approach to brand and innovation consultancy, offering practica...

What if the very systems that airlines rely on are the root cause of your travel hassles? Join us for an eye-opening conversation with Paul Sies, CEO of Journey Mentor, as we uncover the antiquated technology that still governs major airlines today. With Paul’s 37-year aviation journey, we explore the early days when he worked to dismantle regulated airline systems and the subsequent rise of low-c...

Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal of Marketing Technology at Capgemini Americas, shares her groundbreaking journey from marketer to marketing technologist. Learn how her mission to create an "easy button" for marketers has revolutionized the way we think about unifying disparate marketing functions...

What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape your understanding of modern food culture as we sit down with Maria Arand, the insightful Director of Customer Strategy at 84.51°. Maria reveals compelling research on how younger generations are redefining convenience in their food choices amidst bustling lifestyles and evolving family...

How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic with Eric Miquelon, President of Avanade North America. Eric shares his firsthand experience using AI tools like Microsoft 365 Copilot to alleviate leadership fatigue and enhance employee well-being. Learn how AI isn't just about cutting costs or reducing headcount but about maximi...

How is consumer psychology reshaping the beverage industry? In this episode, we sit down with Hunter Thurman, CEO of Alpha-Diver , to discuss the findings of their BEV50 report . We’ll explore how psychological insights drive the success of the top 50 beverage brands in the U.S. and how factors like impulse buying and social endorsement influence what ends up in our shopping carts. Hunter also sha...

Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group , as he shares his journey from the early days of marketing to becoming a leading consultant in B2B customer satisfaction. Lynn discusses the development of a feedback process that has benefited major clients like Caterpillar dealers and explains how technology has transformed CX measurement over the years. We als...

Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist at SurveyMonkey. Sam reveals the art and science behind creating effective surveys, ensuring data accuracy, and understanding consumer perceptions. We dive...

Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical t-shirts only to receive them in multiple shipments from different locations. In today's episode, Mike Robinson, a self-proclaimed "accidental retailer," reveals how this seemingly minor inconvenience is a window into the complexities of modern e-commerce. We discuss their i...

In our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape. In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success rate, opt-in and reuse rates, average handle times,...

What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit down with Sandeep Dube, the dynamic Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp. Sandeep shares his unique career journey, offering insights into how a customer-centric approach transcends functional roles and drives financial success. Discover th...

In this episode of the Customerland Podcast, we explore the newly released SheShops Report, which sheds light on the significant influence of female consumers. We're joined by Ingrid Sierra, VP of Global Marketing at FinFare, and Mary Mathes, Director of Data Insights at Alpha Diver, who help us break down the key findings of this important study. We discuss the origins and goals of the repor...

Ready to explore the evolution of advertising creativity? In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years of experience. Ian shares his perspectives on the transformation of the advertising industry, from its golden days to the current focus on statistical analysis and measurable performance. We discuss the impact of procurement and cost-saving demands...

Today on our podcast, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara, Chief Marketing Officer at Arrivia. Jeff discusses key findings from Arrivia's 2024 Travel Loyalty Outlook, highlighting the stark misalignments between what businesses believe consumers want and the actual consumer priorities. We uncover the essential features consumers are looking...

Join Hunter Thurman, founder and CEO of Alpha Diver, as he explores the psychological factors driving our snacking habits. Hunter shares findings from the latest Snack 50 report, revealing how snacks, soft drinks, and fast food serve as tools for emotional self-regulation. Discover how Alpha Diver's PsychPulse database, with over 40,000 entries, provides valuable insights into consumer behavi...

Ever wondered how AI can completely transform the way retail and other industries operate? Join us for an eye-opening episode featuring Santiago Garcia Poveda from O9 Solutions as he reveals how their cutting-edge platform is shattering traditional, siloed models and bringing unprecedented integration and collaboration to the table. Santiago dives into the nitty-gritty of managing massive datasets...

What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of Customerland, we sit down with Gopi Polavarapu, the Chief Solutions Officer at Kore AI, to unravel the transformative journey of a company that's at the forefront of conversational AI. From its inception in 2014, founded by Raj Koneru with a vision of low-code, no-cod...

Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as we explore this exciting landscape with Balaji Balasubramanian, SAP ’s SVP Global Head of Commerce and Industry Cloud. Balaji shares his vision on meeting the growing consumer demand for a friction-free experience across all channels, from traditional stores to social platforms like WhatsApp and...

Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John Sills, a partner at The Foundation, to break down the insights from the Customer Pioneer Report on customer satisfaction in the UK. This isn't about hype—it's about the real emotional responses customers have to their experiences. Join us as we move beyond the usual satisfaction metr...

Join us as we sit down with David Slavick to explore the world of partnership innovation in business. In this conversation, we're not just discussing any collaborations; we're taking a closer look at the unique and imaginative partnership between Crocs and Taco Bell, as well as the philanthropic "Blind Loyalty" project led by Amanda Cromhout. We'll uncover why these collab...

In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer of iSeatz, to discuss the creative strides his company is making in digital commerce and loyalty technology. Andy highlights how iSeatz extends beyond typical travel offerings to include a variety of lifestyle rewards, enriching customer experiences and broadening opportunities for earning and...

In this episode, Sarah Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing. She'll explore how AI can complement the human touch in marketing, helping marketers stay crucial to brand storytelling while utilizing tools like the AI Product Finder to enhance customer engagement and retention. We'll also discuss the intersection of data privacy and ethical mark...

I recently sat down with Yaniv Zuckerman from Cust2Mate to talk about how technology is changing the way we shop. It was quite fascinating to learn about the smart shopping carts they're developing. These carts are designed to make shopping easier and more efficient for customers, and at the same time, they help retailers manage their stores better. Yaniv explained how these carts could help...

Join me as we dive into the digital transformation with Hader Iqbal from Thales (like "Alice"). Hader will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Hader is at the forefront, helping us navigate this new wo...